Customer Resolution Representative – Hybrid (Tempe, NSW)

About the role

The Customer Resolution Representative (Resolutions Generalist) delivers a seamless, positive experience for IKEA customers across remote channels. Working in a hybrid model, you will handle high‑volume inbound contacts, provide empathetic after‑sales support and resolve issues efficiently to build trust in the IKEA brand.

Key responsibilities

• Receive and manage a high volume of inbound calls, emails and chat contacts using contact‑centre telephony and communication systems.
• Provide after‑sales solutions that balance cost consciousness with a superior customer experience.
• Apply problem‑solving and resolution techniques to drive smooth, positive interactions.
• Maintain accurate records of customer interactions and outcomes.
• Contribute insights that help improve overall customer experience.

Required profile

• Strong communication and conflict‑management abilities.
• Empathetic, customer‑centric mindset with a focus on solution‑oriented service.
• Flexibility to work between 8:00 am and 8:30 pm AEST on weekdays and alternating weekends.
• Ability to work onsite three days a week and remotely two days once established.

Required skills

• Proficiency with contact‑centre telephony and related communication systems.

What we offer

• $28.31 base hourly rate plus penalty rates for weekends, public holidays and late nights.
• 5 weeks paid annual leave, paid parental leave, family & community leave.
• Hybrid work model (3 onsite days, 2 remote days).
• 15% co‑worker discount, subsidised meals and complimentary drinks.
• Free uniforms, parking and co‑worker loyalty programme.
• Access to employee assistance programme, bonus scheme and benefits membership.